The dashboard is the first thing you see every time you log into Chatmo. It gives you a real-time snapshot of your customer communication activity — how many conversations are happening, how quickly your team is responding, which channels are busiest, and what needs your attention right now.
Think of it as your command center. You can spot trends, catch issues early, and jump into action without digging through menus.
Dashboard Layout
The dashboard is organized into several sections, each designed to surface the information you need most. Here's how the page is structured from top to bottom:
- Header Bar — Shows today's date, your organization name, and quick-action buttons.
- Key Metrics Row — Four summary cards with your most important numbers at a glance.
- Charts Section — Visual breakdowns of conversation trends and channel performance.
- Recent Activity Feed — A live stream of the latest events across your organization.
- Quick Actions Panel — Shortcuts to common tasks so you can act without navigating away.
The layout adapts based on your screen size. On smaller screens, sections stack vertically. On wider displays, charts and the activity feed sit side by side.
Key Metrics
The top of the dashboard displays four primary metric cards. These update in real time and reflect activity for the current day by default (you can adjust the time range using the date picker in the top-right corner).
| Metric | What It Shows |
|---|---|
| Total Contacts | The cumulative number of contacts in your organization's database. This includes contacts from all channels, imported lists, and manually added entries. |
| Active Conversations | The number of conversations currently open and unresolved. This includes both AI-handled and human-handled conversations. |
| Average Response Time | How long it takes, on average, for a customer to receive a first reply after sending a message. Measured across all channels. |
| Resolution Rate | The percentage of conversations that were resolved (marked as closed) within the selected time period. Higher is better. |
Each card also shows a trend indicator — a small arrow or percentage showing whether the metric has improved or declined compared to the previous period. A green upward arrow on response time, for instance, means your team is responding faster than before.
Keep an eye on the Average Response Time card during business hours. If it starts climbing, it usually means your team is overloaded and you may need to adjust agent assignments, activate an additional AI agent, or bring more team members online.
Conversation Trend Chart
Below the metric cards, a line chart shows conversation volume over time. This chart displays:
- New conversations started each day (or hour, if you're viewing a single-day range)
- Resolved conversations closed each day
- Unresolved carry-over — conversations that remained open at the end of each day
Use the date range picker to zoom in on specific periods. The chart supports ranges from "Today" to "Last 90 days," and you can also set a custom date range.
This chart is especially useful for spotting patterns. Maybe your Mondays are consistently busier than other days, or you notice a spike after sending a broadcast campaign. These patterns inform staffing and automation decisions.
Channel Performance
A breakdown of activity by messaging channel helps you understand where your customers prefer to communicate.
The channel performance section shows:
| Data Point | Description |
|---|---|
| Messages per channel | Total messages received and sent for each connected channel (WhatsApp, Instagram, Facebook Messenger, Telegram, Web Chat). |
| Active conversations per channel | How many open conversations exist on each channel right now. |
| Average response time per channel | Response time broken down by channel, so you can see if one platform is slower than others. |
This is displayed as a horizontal bar chart with a supporting data table. You can click on any channel bar to filter the dashboard to show only that channel's metrics.
If you notice one channel has significantly worse response times than others, it might indicate that you need to assign more agents to that channel or adjust AI agent coverage. Channels with high volume but slow responses are prime candidates for AI automation.
Widget Descriptions
The dashboard includes several additional widgets that provide focused views into specific aspects of your operations:
Conversations by Status
A donut chart breaking down your current conversations into:
- AI Handling — Conversations actively being managed by an AI agent.
- Waiting for Agent — Conversations where the AI has handed off but no human agent has picked up yet. These deserve the most attention.
- Agent Handling — Conversations currently being managed by a human agent.
- Resolved — Conversations closed within the selected time period.
Agent Performance Summary
A table showing each team member's key stats:
- Number of conversations handled
- Average response time
- Average resolution time
- Customer satisfaction score (if feedback is enabled)
This widget helps supervisors identify top performers and agents who might need support or additional training.
AI Agent Effectiveness
Shows how well your AI agents are performing:
- Auto-resolved rate — Percentage of conversations the AI handled completely without human intervention.
- Handoff rate — Percentage of conversations escalated to a human agent.
- Average confidence score — The AI agent's average confidence level in its responses.
A high auto-resolved rate means your knowledge base is working well. A high handoff rate suggests there are gaps worth filling.
Broadcast Campaign Summary
If you've sent broadcast campaigns recently, this widget shows:
- Last campaign name and send date
- Delivery rate
- Open rate
- Reply rate
Click the widget to go directly to the Broadcast Analytics page for detailed campaign performance data.
Customizing Your Dashboard View
You have some control over how the dashboard displays information.
Date Range
Use the date picker in the top-right corner to change the reporting period. Options include:
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Last 90 days
- Custom range
All metric cards, charts, and widgets update to reflect the selected period.
Channel Filter
Click the channel filter dropdown to narrow the dashboard to a specific messaging channel. This is useful when you want to evaluate the performance of a single channel in isolation — for example, checking how your newly connected Instagram channel is performing compared to WhatsApp.
Refresh
The dashboard auto-refreshes every 60 seconds. If you want an immediate update, click the Refresh button (circular arrow icon) next to the date picker.
When reviewing dashboard data with your team during meetings, set the date range to "Last 7 days" for a balanced view that smooths out daily fluctuations while staying recent enough to be actionable.
Recent Activity Feed
The right side of the dashboard (or bottom section on smaller screens) shows a chronological feed of recent events. This feed includes:
- New conversations started
- Conversations assigned or reassigned
- Conversations resolved
- New contacts added
- Broadcast campaigns sent
- Team members joined
- AI agent handoffs
Each entry shows the event type, a brief description, the channel or agent involved, and a timestamp. Click any entry to jump directly to the relevant conversation, contact, or campaign.
The activity feed is filtered to show only events relevant to your role. Agents see activity related to their assigned conversations, while admins and supervisors see organization-wide activity.
Quick Actions
At the top of the dashboard, you'll find a row of quick-action buttons that let you perform common tasks without navigating to other pages:
| Action | What It Does |
|---|---|
| New Broadcast | Opens the broadcast creation flow to start a new campaign. |
| Add Contact | Opens the contact creation form to manually add a new contact. |
| Invite Member | Opens the team invitation dialog to add a new team member. |
| Connect Channel | Takes you to the channel setup page to add a new messaging channel. |
These actions are also available through their respective pages in the sidebar, but having them on the dashboard saves a few clicks when you need to act quickly.
The quick actions visible to you depend on your role. Agents will see fewer options than admins. For example, the "Invite Member" and "Connect Channel" actions are only available to users with Admin or Supervisor roles.
Making the Most of Your Dashboard
Here are a few practical habits that help you get the most value from the dashboard:
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Start your day here. A quick glance at the dashboard each morning tells you what happened overnight, how many conversations are waiting, and whether anything needs immediate attention.
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Check the "Waiting for Agent" count. This is the most actionable number on the dashboard. If conversations are sitting in the queue without a human agent picking them up, response times suffer and customers get frustrated.
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Review channel performance weekly. Trends in channel usage help you decide where to invest more resources. If Instagram messages are growing month over month, it might be time to set up a dedicated AI agent for that channel.
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Use the AI effectiveness widget to improve automation. Every time the handoff rate goes up, there's an opportunity to add missing information to your AI agent's knowledge base. Over time, this drives the auto-resolved rate higher and reduces the load on your human team.
What's Next
Now that you understand the dashboard, explore the features that drive the numbers you see here:
- Inbox Overview — Dive into your conversations and start responding to customers.
- AI Agent Overview — Fine-tune your AI agent to improve auto-resolution rates.
- Analytics & Reports — Go deeper into performance data with detailed analytics breakdowns.
- Broadcast Campaigns — Plan and send targeted campaigns to engage your customer base.